Impact of Psychological Characteristics with the Mediating Effect of Psychological Wellbeing on Job Performance: A Conceptual Paper With Reference to Services Sector Research Propositions

Abstract

The purpose of this conceptual paper is to find out the impact of psychological characteristics on job performance with the mediating effect of psychological wellbeing of customer service representatives. . Relevant literature article have been perused and accordingly the proposition were proposed. It was found out from the literature that psychological characteristics such as emotional intelligence, psychological ownership and psychological capital play a vital role in the context of call center’s customer service representative’s job. In addition to this it was also found out that psychological wellbeing mediates the relationship between these personality characteristics and job performance. The research limitation is that conceptualized perspective of the variables mentioned have not being tested. The insight gain from this study will help in selection and recruitment strategies. The most prominent feature of the call center job is to interact with customers so while recruiting mangers can identify the factors that to what extent individuals are able to cope with proactive aspects of the call center job. This conceptual paper will contribute to the customer service literature by providing practical affirmation on the antecedents of psychological wellbeing.